Challenges
- Purchased SolarWinds Web Help Desk to solve the following help desk and IT support challenges:
- Lack of monitoring and reporting for tracking ticket status and customer support needs
Use Case
- About 25 technicians use Web Help Desk to track and manage tickets.
- Key use cases of Web Help Desk that led to purchase:
- Centralized and automated ticketing management
- IT asset discovery and inventory management
- Intuitive Web-based help desk interface
- IT change management
- Integration with SolarWinds Orion® platform
- Integration with DameWare® remote support software
Results
- Realized the following benefits and organizational impact as a result of using Web Help Desk:
- Saved technician time and effort with automation
- Increased help desk productivity and operational efficiency
- Improved quality of support
- Improved customer satisfaction
- ROI benefits and cost savings:
- Mean time to resolution for help desk and IT support is over 100% faster since deploying Web Help Desk.
- Saved $50,000 – $100,000 in resources, personnel, maintenance, overhead, and training costs by using Web Help Desk.
